Service Desk Team Leader

Service Desk Team Leader

Location: East Midlands, Derby-based with 50/50 remote working available. Salary: £30,000-35,000 per annum plus benefits.

Overview

My client seeks an experienced Service Desk Team Leader to lead a small team of Service Desk Analysts while remaining hands‑on with first‑line support and occasional 2nd‑line escalation.

Responsibilities

• Develop and grow the service desk team to improve customer satisfaction KPIs.
• Maintain and enforce high support standards and procedures.
• Improve quality of work and processes while focusing on customer satisfaction.
• Lead, mentor, coach, and manage a small team of Service Desk Analysts.
• Handle 1st line support queries and provide escalation support as required.

Qualifications & Skills

• 5+ years of service desk/IT support experience with team leadership duties.
• Experience working in a customer service role alongside IT technicians and engineers.
• Experience in using the ITIL framework for IT services delivery.
• ITIL environment experience; ITIL certification is a bonus.
• Desktop support experience, Microsoft & Office 365 suite (Outlook, Exchange, etc.). Training will be provided for other business applications.

Benefits

Remote working 50/50 after initial bedding‑in period. Attractive benefits package included.

Ascent People is acting as an employment agency for this role and applicants from all ages and backgrounds will be considered.

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